Provide helpdesk services to Anderson School faculty and staff and to the students enrolled in the Full-Time, Executive, Fully-Employed MBA and Doctoral programs.
Helpdesk technicians are part of a team that supports hardware, software, operating system and classroom technology. Monitor help desk and classroom hot line calls and to serve as on-call technician as assigned. Troubleshoot laptop and desktop computer problems. Resolve routine computer, network and communication problems over the phone or perform service calls within the Anderson School building complex when appropriate. Follow up with end-users, track unresolved issues, and fully document problems and solutions. Test hardware and software in our fully networked environment, and provide support for classroom technology. Evaluate and provide specifications for new laptop and desktop models, and create and maintain how-to documentation and online training for users.
Minimum one year of customer service experience. Required Strong customer service orientation and possess the ability to establish and maintain cooperative working relations with faculty, students, Anderson and ACIS staff, as well as vendors and suppliers. Required Demonstrated ability to handle difficult customer service situations calmly, courteously and efficiently. Required Skill in portraying to the user availability and approachability, patiently listening to the user's description of the problem, probing with knowledgeable questions, interpreting information to advise and guide the user to an effective solution. Required Familiarity with Anderson School faculty research and faculty/student instructional needs. Preferred Working knowledge of off-the-shelf PC software applications including Microsoft Office, Internet and email applications. Required Demonstrated experience in installing and configuring off-the-shelf PC software applications including Microsoft Office, Internet and email applications. Required Working knowledge of the current Microsoft operating system. Required Demonstrated experience in installing and configuring current Microsoft operating system. Required Working knowledge of software installations and testing procedures for networked and single user systems for Anderson supported software, including Windows, Word, Excel, PowerPoint. Required Working knowledge of networking principles, applications, protocols and hardware including TCP/IP, PPP, 802.11b, IPX/SPX. Required Demonstrated ability to troubleshoot hardware problems and replace parts as necessary. Preferred Detailed knowledge of multimedia workstation configurations, input / output devices, and printers. Preferred Demonstrated ability to anticipate and solve potential microcomputer and network problems through running appropriate diagnostic programs. Preferred Detailed knowledge of network printing and connectivity issues, including creating queues and required system files. Preferred Demonstrated skill in troubleshooting operational problems such as lost network or DSL/cable modem connections. Required Demonstrated ability to employ logical methodology while troubleshooting computer related technical problems such as corrupted or lost data, file management, application software problems and operating systems problems. Preferred Detailed knowledge of LCD projection equipment and audio/visual equipment. Preferred Demonstrated ability to communicate effectively in standard English, both written and verbally, to share information with co-workers and users and to explain policies and procedures in a clear and concise manner. Required Demonstrated ability to explain diagnostic and troubleshooting procedures to clients. Preferred Demonstrated skill in getting answers to technical questions from manufacturers, either through written documentation, web site or other electronic forms. Preferred Self-motivating, able to work as part of a team sharing duties and responsibilities with peers, generating own assignments and completing them without supervisor involvement. Required Demonstrated ability to work under time constraints and competing requests for services, and to set priorities which accurately reflect the relative importance of job responsibilities. Required Demonstrated ability to learn new skills in response to a changing work environment and to expand the knowledge base on issues affecting the work-unit and the organization. Required Must be able to lift and move equipment weighing up to 30 pounds. Required
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